Reports to: Head Product Control
Sunbird Business Services own and operates the KOFISI branded Serviced Offices in 4 gateway cities on the African continent; Nairobi, Johannesburg, Lagos, Dar-es-Salaam, with more to come.
KOFISI creates sophisticated, collaborative, and reliable work environments for Enterprise clients to create business communities in Africa. In addition to the modern, well-designed space the Company provides services, spaces and technologies designed to connect members and assist their productivity. KOFISI commits three major planks that make the product experience the most sophisticated and stimulating environment for our clients: Space, Technology and Service. With the following four company values servicing our clients’ top of minds we serve our client to allow them to be productive.
• Every day is day one – Every workplace brand delivers a good experience on the first day, but a great work place brand delivers a great experience every day. We adopt a day one mentality to make sure we’re always thinking about what our clients need.
• Open with Optimism – Productive clients makes us happy. Every person who comes to work at Kofisi should be greeted with an infectious optimism that inspires them to make the most of their day and their talents.
• Delete the Drag – When our clients grow, we grow but when they slow, we slow. Every day we should look for opportunities to reduce the drag and hold them back, taking things off their hands that we’re more capable at.
• Front Foot Forward – Our clients love it when we are proactive and forward. Do not wait for them to come to us, be it good or bad. Be brave enough and curious enough to step towards them and find out what they are thinking.
To deliver to our promise of superior member/client service we have a vacancy in our IT department in Nairobi for an IT Assistant. If your skills, experience, qualifications and attributes fit the following, we welcome you to apply for the position.
The IT Assistant will be responsible for implementing and maintaining all ICT systems and processes, providing front-line support to help users handle issues with computer programs, hardware and peripherals. He/ She should always strive to research, suggest and implement new innovations within ICT that increase efficiency in the company. The IT Assistant utilizes technical and creative problem-solving techniques, ensuring overall smooth running of all centres within budget.
Duties and Responsibilities
• Phone billing software
o Ensures timely and accurate dissemination of phone records to each centre every billing date
• Network mapping
o Ensure all mapped resources are accessible to appropriate users on the network from the application server
o Ensure all network resources are well maintained, secured and on proper back-up systems
• Cyberoam/ Dell UTM appliance
o Manage, configure and maintain all Cyberoam appliances on the network to ensure that corporate browsing policies are adhered to
o Manage security policies to ensure threats from outside are kept at bay
o Manage, monitor and secure VPN tunnels on the KOFISI Wide Area Network
o Liaise with the supplier when need arises
o Ensure the equipment is on proper back-up system
• Internet Access
o Ensure the internet is always up and running and follow the right procedures whenever there is an outage from an ISP
o Monitor usage trends, analyze gateway reports to advice on overall bandwidth requirements
• User support
o Ensure all KOFISI machines are properly running and loaded with proper software
o Ensure that client on-boarding procedure is followed with regard to IT procedures
o Help troubleshoot and diagnose clients machines and advise on solutions if problem cannot be resolved
o Train centre teams on basic IT set-up and troubleshooting procedures for clients within their centers
o Ensure regular back-up of all KOFISI machines is done per KOFISI policies and procedures
• Client on-boarding
o Ensure that all ICT requirements are met and the client is properly set-up to access all network resources necessary i.e. internet, phones and printer
• General support
o Advise KOFISI administration when acquiring new IT equipment and source for reliable suppliers
• Cisco Call Manager
o Ensure the entire phone system (Publisher, Subscriber, Voice Routers, Switches and Handsets) is always up and running
o Directly responsible for any outages from local telcos i.e. liaise with support to troubleshoot and make sure service is restored ASAP
o Ensure configuration is done properly to accommodate SRST (Survivable Remote Site Telephony)
o Ensure the phone system is secure from any unauthorized access both from within and without the KOFISI Wide Area Network
o Directly manage the call manager in terms of any configuration to accommodate client on-boarding and exiting
o Ensure the phone systems are on proper power back-up systems in case of outages
o Liaise with the supplier in-case of any problem I cannot resolve on my own
• Cisco switches and wireless access points
o Ensure the switches and access points are properly configured and secured
o Ensure the wireless is accessible by authorized persons only
o Ensure all appliances are on proper power back-up systems
• Network infrastructure
o Installation and termination of any new network infrastructure that might be required like Cabling, Switches, Patch Panels
o Trace and fault finding on network infrastructure
• Decision Making/ Problem Solving/ Autonomy
o Measures effectiveness in understanding problems and making timely, practical decisions.
o Working on own initiative with contact from Management as required
o Measures effectiveness in planning, organizing and efficiently handling activities and eliminating unnecessary activities.
• Knowledge of Work
o Considers employee’s skill level, knowledge and understanding of all phases of the job and those requiring improved skills and/ or experience.
o Measures effectiveness of listening to others, expressing ideas, both orally and in writing and providing relevant and timely information to management, co-workers, subordinates and customers.
• Expense Management
o Measures effectiveness in establishing appropriate reporting and control procedures; operating efficiently at lowest cost and staying within established budgets.
• Managing Change and Improvement
o Measures effectiveness in adapting to necessary changes from old methods when they are no longer practical, identifying new methods and generating improvement in facility’s performance.
• Customer Responsiveness
o Measures responsiveness and courtesy in dealing with internal staff, external customers and vendors.
o Measures how well employee complies with instructions and performs under unusual circumstances. Includes attendance and time keeping, according to the roster.
o Measure’s individual’s work habits and attitudes as they apply to working safely. Consider their contribution to accident prevention, safety awareness, ability to care for property and keep workspace safe and tidy.
• Employee’s Responsiveness
o Measures responsiveness in completing assigned tasks in a timely manner, in accordance with established standards, policies and procedures.
o Measures how well the employee gets along with colleagues, respecting their rights and showing a cooperative spirit.
• Independent Action
o Measures effectiveness in time management as well as initiative and independent action within prescribed limits.
Qualifications, Skills & Experience
• Qualification & skills
o Bachelor’s degree in Computer Technology from a recognized institution
o Network mapping
o Interaction with Cisco systems and appliances (voice, routing and switching)
o Basic troubleshooting
o Good knowledge of Cisco equipment
o Good knowledge of VLAN
o Well presented –presentable appearance, pleasant, maintains eye contact engagement and approachable
o Reliable and able to work over weekends when required
o Good communication and reporting skills
o Strong time management skills
o Excellent organizational, team and analytical skills
o Desirable – at least two years’ experience in the ICT industry